How do refunds work, after returning the item?

Refunds work like a typical transaction but in reverse, meaning that the Buyer must return the item. Once the Seller receives it and the 24-hour complaints period has elapsed, the Buyer is refunded.

If a buyer wants a refund, they must return the item to the Seller. This works like a normal transaction but in reverse: the item is tracked back to the Seller by Trustap, and once it has arrived, the 24-hour complaints period commences. If the Seller has no complaints, the Buyer will then be refunded.

In exceptional circumstances, a claim form will be made available, and Trustap will refund the delivery cost to the Buyer. It is important to note that the Buyer and the seller swap roles when a refund takes place.

REMEMBER: The former Buyer (now the Seller) must return the item via registered post or courier so that an official tracking number is associated with the delivery. Failure to do this and input the tracking information (including the courier or delivery service used) within the time limit will result in the funds being paid out as normal. The former Buyer (now the Seller) must resend the item in question in the transaction and input the tracking information (including the courier or delivery service used) within 48 hours of lodging a complaint. To speed up the process, this must be done as soon as possible after complaining.

Please reach out to our Trustap Support team to receive advice on what to do in your particular scenario, by clicking on Contact Us through your profile.